© 2013 cengage learning chapter 8 communication learning outcomes 1.describe the interpersonal...

© 2013 Cengage Learning

Chapter 8Communication

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1. Describe the interpersonal communication process and the role of listening in the process.

2. Describe the five communication skills of effective supervisors.

3. Explain five communication barriers and the gateways through them.

4. Distinguish between civility and incivility, and defensive and nondefensive communication.

5. Explain the impact of nonverbal communication.

6. Explain positive, healthy communication.

7. Identify communication technologies and how they affect the communication process.

Learning OutcomeLearning Outcome

Describe the interpersonal communication process and the role of listening in the process.


1

Terms to Know

Communication – the evoking of a shared or common meaning in another person

Interpersonal Communication – communication between two or more people in an organization

Communicator – the person sending the message

Receiver – the person accepting a message


Terms to Know

Perceptual Screen – a window through which one interacts with others. It influences the quality, accuracy, and clarity of the communication

Message – the thoughts and feelings that the communicator is attempting to evoke in the receiver

Feedback– information fed back that completes two-way communication

Language – the words, their pronunciation, and the methods of combining them used and understood by a group of people


Terms to Know

Data – uninterpreted and unanalyzed facts

Information – data that have been interpreted, analyzed, and have meaning to some user

Richness – the ability of a medium to convey meaning to a receiver


Basic Interpersonal Communication Model


Information Richness & Data Capacity


SOURCE: Adapted from E. A. Gerloff, “Information Richness: A New Approach to Managerial Behavior and Organizational Design” by RichardL. Daft and R. H. Lengel in Research in Organizational Behavior 6 (1984): 191–233. Reprinted by permission of JAI Press Inc.

Reflective Listening

the skill of listening carefully to a message

and immediately repeating it back to the speaker

What I heard you say was we will understand the

process better if we break it into steps

This complex process needs to be divided to be understood

Reflective Listening

• Helps communicator clarify intended message and correct misunderstandings

• Emphasizes role of the receiver

• Especially useful in problem solving.


Emphases of Reflective Listening

• The personal elements of the communication process

• The feelings communicated in the message

• Rational and considerate response


REFLECTIVE LISTENING

Affirm Contact

• Communicates attentiveness

• Provides reassurance in expressing thoughts and feelings

Paraphrase

• Reflects back to speaker what has been heard; assures accuracy

• Builds empathy, openness, acceptance

Clarify the Implicit

• Bring out unspoken (but evident) thoughts and feelings

• Builds greater awareness

Reflect “core” feelings

• Restate important thoughts and feelings

• Exercise caution; danger of overreaching

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REFLECTIVE LISTENING

Silence

Listener:• Sort out thoughts and

feelings• Identify and isolate

personal responses

Speaker:• Useful for thinking• Determine how to

express difficult ideas or feelings

Eye Contact

• Useful to open a relationship

• Improves communication

• Be aware of cultural differences

• Use moderate eye contact

• Use times of no eye contact for privacy and control

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Evaluate yourself: Which of these items do you most need to work on? Think of specific times you had a difficult communication with a coworker or peer.

Ways to improve your reflective listening skills:•Stop talking•Put the speaker at ease•Show the speaker you want to listen•Remove distractions•Empathize with the speaker•Be patient•Hold your temper•Go easy on criticism•Ask questions, paraphrase, and clarify•Stop talking! Be sure the speaker has finished before you talk.

Beyond the Book:Listen Up!


One-way vs. Two-way Communication


One-Way Communication – communication in which a person sends a message to another person and no questions, feedback, or interaction follow• Good for giving simple directions• Efficient, but often less accurate

Two-Way Communication – an interactive form of communication in which there is an exchange of thoughts, feelings, or both• Good for problem solving



Describe the five communication skills of effective supervisors.


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Five Keys to EffectiveSupervisory Communication

• Expressiveness

• Empathy

• Sensitivity

• Persuasion

• Informative



Explain five communication barriers and gateways through them.


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Barriers to Communication

Factors that distort, disrupt or even halt successful communication

Physical separationStatus differencesGender differences

Cultural diversityLanguage


Gateways to Communication

Openings that break down communication barriers

Requires awareness and recognition


Gateways to Communication

[Gender differences gateways]– Awareness of gender-specific differences in

communication

[Cultural diversity gateways]– Increased awareness and sensitivity– Acquiring a guide for for understanding and

interacting with members of other cultures

[Language gateways]– Speak in the native language of the listener

– Avoid jargon or technical language



Distinguish between civility and incivility, and defensive and nondefensive communication


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Civility and Incivility


Civility – communication and behavior that respects the integrity and dignity of the individual.

Incivility – discourteous communication and rude behavior that are disrespectful, hurtful, or injurious.


Civility and Incivility

[Consequences of Incivility]– decline in satisfaction with supervisors– lower satisfaction with coworkers– perceptions of unfair treatment– depression

[Blessings of Civility]– avoiding hurt feelings– preventing harm and damage in workplace

relationships– well-being in the workplace


Defensive Communication

messages that are aggressive, malevolent,

passive, or withdrawn


Defensive Communication

[Leads to]– injured feelings– communication breakdowns– alienation– retaliatory behaviors– nonproductive efforts– problem solving failures


Nondefensive Communication

messages that are assertive, direct, and

powerful


Nondefensive Communication

[Provides]– positive and productive basis for

asserting and defending oneself against aggression.

– restores order, balance, and effectiveness to working relationships


Two Defensiveness Patterns

Dominant Defensiveness –Dominant Defensiveness – characterized by overtly aggressive and domineering behavior.“I am right.”

Subordinate Defensiveness –Subordinate Defensiveness – characterized by passive, submissive behavior“You are right, I am wrong.”


Defensive Tactics

Defensive Tactic Example

Power Play “Finish this report by month’s end or lose your promotion.”

Labeling “You must be a slow learner. Your report is still not done?”

Misleading Information

“He didn’t finish the report because he was out drinking last night.”

Hostile Jokes “Can you finish the report, or are you too stupid?”


Nondefensive Communication: A Powerful Tool

• An alternative to defensive communication. • Centered, assertive, controlled, informative,

realistic, and honest• Speaker exhibits self-control and self-

possession. • Speaker exhibits self-control and self

possession• Enhances relationship building• Listener feels accepted rather than rejected



Explain the impact of nonverbal communication.


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Nonverbal Communication

all elements of communication that do not involve

words or language


Types of Nonverbal Communication

• Proxemics

• Kinesics

• Facial and Eye Behavior

• Paralanguage


Proxemics

Territorial Space – bands of space radiating outward from the body

Territorial space differs from culture to culture

Zone a: intimate space: significant others, spouses, family members.

Zone b: personal distance: friendships

Zone c: social distance: business associates and acquaintances.

Zone d: public distance: strangers


Proxemics

Seating dynamics – seating people in certain positions according to the person’s purpose in

communication


Kinesics

The study of body movement and posture.



Facial and Eye Behavior

Facial expression and eye behavior are used to communicate an emotional state,

reveal behavioral intentions, cue the receiver or give unintended clues.

Paralanguage

variations in speech send messages

What message is sent by:– High-pitched, breathy voice– Rapid, loud speech– Interruptions– Tongue clucking



Explain positive, healthy communication.


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Communicative Disease

loneliness and social isolation resulting

from the absence of heartfelt

communication in relationships


Positive, Healthy Communication

Emotional Competence

Trust and Truthfulness

Personal Integrity



Identify communication technologies and how they affect the communication process.


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Information Communication Technology (ICT)

• Information databases

• E-mail

• Voice mail

• Smartphones

• Video conferencing


Characteristics of ICT

• Instant exchange of information across geographic boundaries and time zones

• Schedules and office hours become irrelevant

• Normal considerations of time and distance less important


How ICT Affects Behavior

• Impersonal in nature • Decrease in interpersonal skills• Eliminates non-verbal cues• Alters social context of exchange• Equalizes participation• Increases potential for overload• Encourage multi-tasking• May make people less patient with

face-to-face communication


Friday Night Lights

1. This chapter defines communication as creating “a shared or commonmeaning in another person.” Do you perceive Coach Gaines ashaving reached that communication goal? Why or why not?

2. The chapter described an Interpersonal Communication Model.What are examples from this film sequence of each part of themodel?

3. Assess the effectiveness of this communication event. How do youexpect team members and the assistant coaches to react in the secondhalf of the game?


http://www.thomsonedu.com/resource_uploads/static_resources/0324595840/17821/ch16.html

http://www.thomsonedu.com/resource_uploads/static_resources/0324595840/17821/ch16.html

Plant Fantasies

1. Using the concept of information richness, explain why leaders at Plant Fantasies place a high value on face-to-face communication.

2. What impact might gender have on the communication styles of Teresa Carleo and Steve Martucci? Give examples.

3. Although leaders at Plant Fantasies prefer face-to-face interaction, they use digital communication technologies in some situations. Which situations at Plant Fantasies require digital communication technology and why?


http://www.cengage.com/management/webtutor/daft_mgt10e/video/ojt/ch17.html

© 2013 cengage learning chapter 8 communication learning outcomes 1.describe the interpersonal...

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